A

STUDY FOR CUSTOMER PERCEPTION E- BANKING

SERVICES OFSBI

Submitted to LKCTC (affiliated to the L.K.Gujral PTU)

Is partial fulfillment of the requirements for the award of degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by: supervisor
Varsha Dr. Rupinder
Sampla
2131485 Professer
MBA-A
DEPARTMENT OF MANAGEMENT
LKCTC
2021-2023
 Table of content

s.no Chapter Page no.

1 Introduction of the topic

2 Review of literature

3 Objective of the study

4 Research methodology

References
 Chapter-1
INTRODUCTION
Banks today know better than anyone the opportunities and the risk they face in an
ever-changing competitive environment. In offering e-commerce products,banks
some kay advantage over potential competitors.

E-banking is the term used for new age banking. E-banking is also known as online
banking. Intrernet banking or virtual banking, is an electronic payment system that
enables the customer of a bank or other financial institution to conduct a range of
financial transactions through the financial institution‘s website. Internet banking is
an outgrowth of PC banking. Internet banking uses internet as a delivery channel by
which to conduct banking activities such as transferring funds , paying bills, viewing
checking and saving account balances, paying mortgages and purchasing financial
instruments and certificates of deposits.
 PROFILE OF THE STUDY- STATE BANK OF INDIA
• SBI
STATE BANK OF INDIA is the largest and oldest bank. SBI has more
than 80 offices in nearly 35 other countries, including multiple location in the
US, Canada and Nigeria. The bank has other units devoted to capital markets,
fund management, factoring and commercial services, credit cards, and
brokerage services. The reserve bank of india owns about 60% of state bank
of india.

❖ ONLINE SBI
State bank of India is India ‘s largest bank with a branch network of
over 11000 branches and 6 associate banks located even in the remote
parts of India. State Bank of India (SBI) offers a wide range of banking
products and services to corporate and retail customers.
Online SBI is the internet banking portal of State Bank of India. The portal
provide anywhere, anytime, online access to accounts for state bank’s
retail and corporate customers. The application is developed using the
latest cutting edge technology and tools.
The infrastructure supports unified, secure access to banking services for
accounts in over 11,000 branches across India.
FEATURES OF E-BANKING

Online banking facilities offered by various financial institutions have many features
and capacities in common, but also have some that are application specific.
✓ Viewing account balances
✓ Viewing recent transaction
✓ Downloading bank statements
✓ Ordering cheque books
✓ Downloading application for M- banking, E- banking etc.,
✓ Loan application and transactions, such as repayments of enrollments
✓ Credit card applications

❖ PRODUCTS AND SERVICES PROVIDED BY SBI E- BANKING

✓ E- ticketing
✓ Bill payment
✓ SBI e- Tax
✓ Fund transfer
✓ Cheque book request
✓ Account opening request
✓ Transaction enquiry
✓ Account statement
✓ Donation

STATEMENT OF THE PROBLEM

Today all the banking sectors are providing lot of services to their customers.
Although the e-banking services are offered by all the banks.it is a necessary to study
whether all the banking customers are aware of the E-banking services. To get the
highest satisfaction on the e-banking channels, a customer should have complete
knowledge and awareness on various products and services offered by the bank and
bankers should have ability to identify the type of services needed by a customer and
rendered the same to his satisfaction. Hence the study is attempted to know” A study
on customer perception towards E- banking of SBI”.
 CHAPTER-2

REVIEW OF LITERATUE
 REVIEW OF LITERATURE

• According to Amit P.Wadhe, Shamra Ghodke(2005), “To study consumer

awareness & perception towards usage of mobile banking”. The paper
attempts to know the consumer awareness and perception on mobile banking
for people located in pune city. The researcher explores the factors which
help in penetrating the use of mobile banking among major consumers. SPSS
software was used to make cross tabulation, factor analysis and chi-square
test. As a result of factor analysis, 7 factors were extracted out of 21 original
factors such as usefulness of mobile banking, ease of use, and trust on banks,
interest in using m-banking, consumer awareness of mobile banking.
• Sonia Bhatt(2006), in the study found that the Indian customers are ready to
adopt mobile banking more if it seems more trustable and reliable without a
decent level of trust, customers would not be completely spurred to utilize
these systems. Numerous studies have demonstrated the significance of trust,
which enhances the level of motivation of the users for using such new
technology.
• Raharja and tresna,2008, mobile banking is simply the usage of cell phone
stations such as mobile and personal digital assistants to contact banking
system through wireless application protocol. With the help of mobile
banking , bank customers can avail banking facilities such as information
inquiry, account managing, bill payment and money transfers etc.
• Nair,s,Gopi kumar,v2009; Asha, v IN “An empirical analysis of banking
sector efficiency in emerging economics” investigates how cost efficiency of
Indian banks are affected by the size, capitalization and non performing
assests and realized the variation inefficiencies relevant among the banks.
• Dr . rejikumar G, Sudharani ravindra2010, conducted a study titled “an
empirical study on service quality perceptions and continuance intension in
mobile banking context in india” keeping in account of the issues faced by
 banks while grabbing more customers giving little concern to the gigantic
mobile incursion in the country. From the study they found out the
relationship between customer perception about service quality, customer
satisfaction and continuance intensions. It also interrogatives the factors
concerning the continuance decisions of the early users of m-banking
services in kerala,india.
• Chang.tung-zong(2014) ;evaluated out the complimentary effect of superior
service quality on business profitability ,he suggested a model depicting the
positive linkage between market orientation mad business performances.
• Raheem abdul a (2015) administrated a study in order to point out the
factors adjudging the satisfaction in the quality of parameters in public sector
banks. The study throws light into the areas where there is a need for
improvement in order to withstand the competition set forth by the
newcomers in banking sector.
 CHAPTER-3

OBJECTIVE OF THE STUDY

1.To know the satisfaction level of customer about E- banking.

2.To study about the problems faced by the customer in using E-

banking services.

3. To study the customers expectations about internet banking.

 CHAPTER-4

RESEARCH METHODOLOGY
 • RESEARCH DESIGN

The research is concerned with the study on customer perception towards E-

banking services of state bank of india, random sampling technique is used to collect
the data. : A structured questionnaire Will be used to collect the primary data to
answer the research questions and objectives regarding customers on internet
banking. The survey question consist of questions to reflect different part of the
study.

❖ Primary data: the primary data is collected using descriptive structured

questionnaire. The questionnaire is designed in a systematic manner covering
adequate and relevant questions which is useful to the study.
❖ Secondary data: : the secondary data used for the study are inclusive of the data
collected from the internet, catalogues, journals and magazines.

TECHNIQUES: the study was conducted on the basis of the survey through
questionnaire given to the respondents. Sampling design population: sample size:
population of 100.
REFERENCES
1. Amit P.W.ShamraoGhodke (2013), To study consumer awareness & perception
towards usage of mobile banking “IBMRD” s journal of management and
research , ISSN: 2277-7830 pp no.
2. Bhatt, s (2020, November), an empirical study of factors affecting adoption of
M- commerce in India. Journal of marketing advances and practices,3(1). 42-60.
3. Raharja P.S.J. and Tresna, R, 2019, Nobuyuki Kobayashi Seiko Shirasaka,
Makoto loki adoption of information and communication technology on
enhancing business performance; study on creative…, review of integrative
business and economics research vol.8 no.3,pp 20-30.